Frequently Asked Questions

Head to our internet plans page and start typing your address. We query the nbn® wholesale database in real time and tell you instantly which access technology (FTTP, HFC, FTTC, FTTN, or Fixed Wireless) is available and which speed tiers you’re eligible for.

If your address is showing as pending or not-yet-serviceable, contact us — we can still often arrange alternative connectivity (4G/5G, fibre ethernet).

FTTP and HFC services usually activate within 3–5 business days. FTTC, FTTN and Fixed Wireless can take 5–10 business days depending on whether an nbn co technician visit is required. We’ll confirm your activation date after placing the order.

Most activations don’t require anyone on site — the service simply turns on at the agreed time. If nbn co needs to install an NBN Connection Box (FTTP) or make internal wiring changes, someone 18+ must be home for that appointment. We’ll coordinate the booking.

Yes — if you add our optional VoIP service, we can port your existing landline or VoIP number across. Porting typically takes 5–15 business days. During that window you’ll have both your old and new services running in parallel.

No. All our standard plans are month-to-month. You can cancel, upgrade, or downgrade anytime with 7 days’ notice — no early-termination fees.

All prices quoted on our website are inc. GST unless explicitly stated otherwise.

Yes — upgrades take effect within 24 hours and are pro-rated on your next invoice. Downgrades apply from the next billing cycle. No change fees apply.

The underlying speeds and data allowances are identical — what differs is the support. Business customers get priority business-hours fault handling, business-grade SLAs where available, and billing with your ABN on file.

Residential plans are designed for home use and are not permitted for resale (e.g. a building-wide shared connection).

A Critical Information Summary is a short, standardised document that summarises the key facts about each plan — speeds, pricing, minimum term, inclusions. It’s required disclosure under the TCP Code and helps you compare offers between providers. See ours for every plan.

We bill monthly, one month in advance. Your first invoice is raised on the day your service is activated. Subsequent invoices are raised on your anniversary date each month.

Invoices are sent by email and debited from your nominated bank account 10 business days after being issued.

Direct Debit is the simplest way to keep your service running without missed payments. It’s fee-free on our side, you’re never hit with surprise payment-processing charges, and you can change or cancel the arrangement at any time. See our Direct Debit Service Agreement for the full rules.

We can accept credit card for one-off payments (hardware, installations). For ongoing monthly billing we strongly prefer bank Direct Debit to keep your costs down. Contact us if you need a credit-card recurring arrangement — a small surcharge applies.

We’ll email you immediately, retry the debit in a few business days, and call if the retry also fails. A dishonour fee of up to $15 may apply. If you think a failure is coming, tell us early — we’d rather adjust the debit date than fail it.

Get in touch straight away. We have a formal Financial Hardship Policy with options including payment plans, temporary deferrals, and service restriction instead of disconnection. No judgement — we’ll work with you.

Plan names (e.g. “100/40”) refer to the peak wholesale speed tier we purchase. Your actual speeds depend on:

• nbn® access technology at your premises (FTTP delivers near-peak; FTTN can be significantly slower).
• Your Wi-Fi range, device capability, and distance from the router.
• Network congestion during peak hours (7pm–11pm).
• The capacity of the remote server or service you’re using.

Our CIS pages publish realistic typical evening speeds. If you’re consistently below those, contact us — we’ll troubleshoot or move you to a lower-priced plan without penalty.

Use our speed test tool. For the most accurate result, connect a laptop or desktop to your router via Ethernet, pause all other downloads and streaming, and run the test 3 times. Wi-Fi speed tests almost always under-report your actual service speed.

Yes — all our plans support gaming, video conferencing (Zoom, Teams, Google Meet), and VPN connectivity. Our network has no artificial throttling or deep-packet inspection. For gaming and VPN, we recommend our Essential (100/40) plan or higher for the better upload bandwidth.

No — bring your own is totally fine. Any modern nbn®-compatible router with a WAN port will work. You’ll just need to enter the PPPoE credentials we supply (or, for some services, a simple DHCP handover).

We offer two routers at checkout:

• TP-Link Archer AX73 ($219) — Wi-Fi 6, single unit, perfect for apartments and 2–3-bedroom homes or small offices.
• TP-Link Deco X50 3-pack ($299) — Wi-Fi 6 mesh, three nodes, ideal for larger homes / offices with multiple levels or thick walls.

Both come pre-configured by us — you plug them in and they work.

Yes. FTTP services use a direct UNI-D port on the NBN Connection Box — any router with a WAN Ethernet port works. No separate modem is needed.

FTTN and FTTB services deliver the service over copper and require a VDSL2-capable modem/router. If you’re on one of these technologies and your existing hardware is DSL-only (ADSL), it won’t work. Both of our recommended routers include VDSL2 support.

For $10/month the VoIP add-on gives you:

• Unlimited calls to Australian landlines, mobiles, and 13/1300 numbers
• Voicemail with email-to-inbox delivery
• Call waiting, caller ID, call forwarding
• A dedicated Australian phone number (or port your existing one)

International calls, premium-rate numbers, and satellite calls aren’t included — check the CIS for a per-destination rate sheet.

If your router has an FXS phone port (both our offered routers do), you can plug in any standard analogue phone. For business customers we often recommend Fanvil IP handsets for their cordless range and feature set.

No — VoIP runs over your internet connection, which needs power. If you need phone service during outages, we recommend a UPS for your router, or a back-up 4G/5G service. Emergency 000 calls from VoIP also require your current physical address to be registered with us.

Yes — we’ll re-qualify your new address on the nbn® network, arrange a transfer, and carry your account across without disconnection fees. Give us at least 10 business days’ notice so nbn co can schedule the move.

Email support@centrefit.com.au with 7 days’ notice. We’ll confirm the disconnection date and pro-rate your final invoice.

Any unused portion is refunded to your nominated bank account within 10 business days of the final invoice being issued.

Yes. Our alarm, access control, and CCTV services are quoted per site based on scope. We have a 24/7 monitoring service (Back2Base) and a national installer network for multi-site rollouts. Contact us for a site visit.

For managed customers, Centrefit handles it all — router firmware updates, camera firmware, access-control firmware. We publish release notes in the customer portal. If you’re self-managed, we’ll still send advisories for critical updates.

Business hours: Monday–Friday, 8:00am – 6:00pm AEST. Urgent outage support for business customers is available 24/7 via our on-call line — the number is on your welcome pack. Residential after-hours support is best-effort.

Before calling us, try these basics:

• Power cycle the router (off for 30 seconds, back on).
• Check the lights on the NBN Connection Box — if they’re all off, it’s a power issue.
• Test with an Ethernet-connected device (rules out Wi-Fi).

If you’re still down, call (07) 3188 5115 or email support@centrefit.com.au. We’ll diagnose and escalate to nbn co if it’s a network fault.

We’re a reseller — we procure wholesale nbn® access from our carrier partner (Kinetix Networks) and package, support, and bill it directly to you. This means Centrefit’s team owns your support experience end-to-end.

Brisbane, Queensland. Our office is at Unit 1, 25 Paisley Drive, Lawnton QLD 4501. Field teams service SEQ directly and we have installer partners nationwide.